Backup and Crazy-Committed Customer Service

A while back Unitrends changed its press release tagline to reflect one of the core values of the company around awesome customer support – we now use the phrase

Supported by “crazy-committed” customer service model based on engagement, experience and excellence […]

If you’ve read this blog at all, you know I’m a huge proponent of using great customer support to differentiate companies in any industry – and in the data protection (backup) space in particular. I’m even a fan of this wording – and I applaud our marketing group for delivering messaging on it – because I think that all too often as companies get larger they lose the directness and the “edge” in their messaging that truly great companies need.

But the people I really admire in this are the “point of the spear” in delivering awesome backup customer support – the customer engineers. All it takes is one poor customer service experience by one customer – and the spotlight of unwanted attention is trained on the customer engineer involved. But of course it’s not just the customer support group – this messaging sets the bar for our product engineers, for our sales group – for everyone in the company. At annual kick-off meetings, I often show just how many bad customer service engagements you can have with 2% customer dissatisfaction (this is the inverse of our industry-leading 98% customer satisfaction rating) – and each time it’s a sobering moment for everyone in the room. The bar we’re setting is a high one – but it’s what we’re defining the company as committed to achieving – day in and day out.

I’ve included my own “not ready for prime time” messaging on the subject . Please note that it’s in no way approved by anyone – it’s just my own humorous take on the messaging (note: I like dogs – and despite appearances this really is a dog.)

Had any great experiences with Unitrends customer support – or Unitrends in general – you want to share? Or bad ones that we need to do a better job on? Would love to hear from you.

Unitrends on Twitter

Upcoming Events

Nov
20

10 am ET

Get Educated with an Engineer
Come see the Unitrends UI and learn more about all of the new features that can help your business simplify and automate its backup and DR process. Come with any questions you have and we’ll have the answers. Get a chance to have a Unitrends Engineer walk you through a live demo of our product!Register Now